Call Center Representative for handling inbound customer calls from shareholders and financial professionals. Supporting clients in processing significant financial decisions and providing real - time information solutions.
DA
Hybrid Senior Workflow, Contact Center Technology Lead
Posted 5 days ago
About the role
- Senior technical lead for Pega-based workflow and contact center platforms at DTFS. Designing and enhancing applications while providing architectural guidance and mentorship to developers.
Responsibilities
- Serve as the senior technical lead for Pega-based workflow and contact center platforms, providing Lead System Architect(LSA)-aligned architectural guidance and hands-on development support.
- Design, develop, and enhance Pega applications, including case lifecycles, flows, data pages, integrations, UI rules, decision logic, and Pega AI features, following platform best practices.
- Strong understanding of business processes in financial services or captive finance environments and the ability to translate business requirements into scalable technical solutions.
- Lead code reviews, enforce design standards, and act as a technical authority on solution architecture and quality across the Pega development team.
- Remain hands-on with complex feature development, integrations, performance tuning, and API development for Pega and external systems.
- Lead design and development of APIs, Axway integrations, batch processes, and database-driven solutions, ensuring seamless data flow and integration with Pega workflows and contact center platforms.
- Supervise, mentor, and guide PEGA and contact center developers, ensuring adherence to engineering, security, and quality standards.
- Lead the integration of contact center technologies (e.g., Five9), with PEGA applications, troubleshoot and provide support for any production issues.
- Collaborate with Architecture, Security, Compliance, and Infrastructure teams to ensure solutions meet non-functional requirements including security, scalability, resiliency, and regulatory compliance.
- Support release planning, deployments, and production readiness, including defect resolution, Production support, performance monitoring using Pega Diagnostic Cloud (PDC), root-cause analysis, and proactive platform stabilization.
- Contribute to platform strategy and roadmap discussions by identifying opportunities to modernize workflows, increase automation, and leverage Pega and contact center capabilities.
- Ability to communicate complex technical topics clearly and confidently in IT leadership and governance forums.
- Familiarity with Pega AI, decisioning, and intelligent automation capabilities.
Requirements
- Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field and 5-7 years of relevant experience or 8 years of relevant experience in lieu of degree
- 8–12 years of experience in BPM, workflow, or enterprise application development, with deep hands-on experience in Pega and object-oriented programming (Java)
- Experience working within the DTFS IT landscape or similar large, integrated enterprise environments is a strong plus
- Hands-on experience integrating contact center platforms (e.g., Five9) with Pega-based workflows
- Experience with API design and development (RESTful services), AXway integrations, batch processes, and system-to-system communications
- Knowledge of databases, including data modeling, query optimization, and performance considerations
- Commitment to continuous learning and upskilling with emerging technologies
Benefits
- annual bonus program
- 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age
- starting at 4 weeks paid vacation
- 15 calendar holidays
- 8 weeks paid parental leave
- employee assistance program
- comprehensive healthcare plans and wellness programs
- onsite fitness (at some locations)
- tuition assistance and volunteer paid time off
- short-term and long-term disability plans
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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